Director of Event Operations

LJA Mission Statement:

The mission of Lake Junaluska is to be a place of Christian hospitality where lives are transformed through renewal of soul, mind and body.  

Located in the Smoky Mountains of Western North Carolina, Lake Junaluska is a conference and retreat center that hosts over 50,000 overnight guests annually.  We have over 400 lodging rooms, a campground, and meeting space for up to 2,000 people.  All of our facilities are located on a scenic 1,200 acre campus which boasts panoramic views, abundant recreation opportunities, and a 200-acre lake.  Our guests include religious, non-profit and secular groups.  We are also a residential and vacation community. 

Position Summary: 

This director‑level role oversees Media, Recreation, Custodial, and Event Services, ensuring consistent, high‑quality guest experiences across all facilities and venues. The position supervises the Media A/V Coordinator and Recreation Supervisor while providing direct operational leadership to Event Services. Responsibilities include staffing, budgeting, contractor oversight, and maintaining service standards for the conference environment. The ideal candidate combines strategic management with the ability to step in operationally during peak activity.

Essential Functions:

Administrative Oversight of Media, Recreation, Custodial, and Event Services

• Provides strategic leadership and administrative oversight for Media, Event Services, Recreation, and Custodial functions to ensure consistent, high‑quality guest experiences across all venues.

• Develops departmental guidelines, workflows, and service standards that support efficient operations and exceptional hospitality.

• Oversees staffing plans, scheduling practices, and workload distribution across departments, ensuring adequate coverage for a 100,000 sq. ft. conference center.

• Manages contractor scheduling, performance, and payment for event services, A/V, recreation, and custodial support.

• Serves as a departmental representative in cross‑functional groups including Sales, Leadership Team, Safety & Security, and Conference Center leadership.

• Develops and manages annual budgets for Media, Event Services, Recreation, and Custodial, including staffing, equipment, and supplies.

• Processes departmental payables in accordance with accounting policies.

• Partners with Human Resources to recruit, hire, train, and evaluate staff within Media, Event Services, and Recreation.

• Establishes standard operating procedures and training programs for event services technicians, media staff, and recreation personnel.

• Identifies opportunities to increase revenue, improve efficiency, and reduce operational expenses across all supervised departments.

Event Services (Primary Operational Focus 50%)

• Provides direct leadership and hands-on operational support to the Event Services team to ensure meeting rooms, public spaces, and event venues meet premier hospitality standards.

• Conducts routine inspections of meeting rooms and public areas to ensure readiness, cleanliness, and proper configuration.

• Ensures all event services equipment is maintained, safely operated, and compliant with safety regulations.

• Leads the team in anticipating and fulfilling guest needs related to room setups, room turns, and event logistics.

• Collaborates with Sales and Conference Coordinators on Banquet Event Orders (BEOs) and participates in pre‑ and post‑conference meetings as needed.

• Monitors facility conditions during events, including lighting, HVAC, restrooms, trash, water stations, and door access.

• Coordinates directly with guest groups on event preparation, logistics, and on‑site execution.

Media & A/V Oversight (Administrative Leadership  20%)

• Provides director‑level oversight of all campus A/V operations to ensure reliable, high‑quality support for conferences, worship services, and special events.

• Supervises the Media/A/V Coordinator, ensuring they are trained, supported, and empowered to manage day‑to‑day A/V operations.

• Oversees maintenance, lifecycle planning, and capital needs for all A/V systems across campus.

• Establishes standards for A/V setup, troubleshooting, and event execution.

• Ensures the Media team can competently operate all A/V stations in Stuart Auditorium and Shackford Hall (lighting, video, cameras, slides, audio).

• Serves as the escalation point for complex or high‑priority A/V issues and remains on‑call for critical needs.

• Oversees system upgrades, re‑wiring, and configuration changes based on group requirements and long‑term technology planning.

• Ensures compliance with safety standards and equipment handling protocols.

Recreation Oversight (Administrative Leadership 20%)

• Provides year‑round administrative oversight and seasonal operational direction for Lake Junaluska Outfitters, including the pool, waterfront, courts, mini‑golf, and all recreation amenities.

• Ensures recreation facilities and equipment meet safety, cleanliness, and guest‑experience standards.

• Oversees compliance with safety regulations for aquatic, boating, and outdoor recreation activities.

• Supervises the Recreation Supervisor, ensuring they are trained, supported, and empowered to manage daily operations.

• Oversees hiring, training, and high‑level supervision of seasonal recreation staff (lifeguards, boat operators, activity attendants).

• Directs pre‑season training on safety, equipment operation, emergency procedures, and hospitality.

• Ensures all required certifications (lifeguarding, boating, CPR/first aid, CPO) are current and compliant.

• Provides oversight for the Cherokee IV tour program, a 25-passenger sightseeing pontoon boat, including safety checks and operational standards.

• Ensures recreation equipment and facilities are inspected, repaired, and maintained.

• Manages contracts and procurement of recreation supplies, chemicals, and equipment.

• Provides on‑call leadership support during the recreation season and can support operational stations when necessary.

Custodial Oversight (Contract Management 10%)

• Oversees custodial service contracts, including amendments, extensions, terminations, and renegotiations in collaboration with the General Manager.

• Supervises contract performance and ensures custodial services meet quality and quantity expectations.

• Addresses complaints or concerns related to custodial service delivery promptly and professionally.

• Ensures custodial operations support event readiness and overall guest experience.

Knowledge, Skills and Abilities

• A minimum of 3-5 years relevant work experience in a conference center, retreat center, resort, higher‑education campus, or similar multi‑venue environment.

• The ideal candidate would possess a minimum of 3-5 years’ experience in upper level management. 

• Experience developing SOPs, training programs, and service standards across multiple operational departments.

• Experience contributing to long‑term capital planning for equipment, technology, or facility improvements.

• Ability to analyze operational data to inform staffing, budgeting, and service delivery decisions.

• Extensive experience developing hospitality budgets to include revenue and expenses projections, and operating and performing within the department budget guidelines.

• Experience negotiating service contracts and managing vendor relationships.

• Preferred, but not required, working knowledge of advanced A/V systems, lighting boards, or related A/V equipment.

• Preferred, but not required, Certified Pool Operator (CPO) certification or ability to obtain within six months. Prefer Boating license or experience overseeing boating programs.

• Computer skills required, fluent in Microsoft Suite application, and understanding work with all types of computer equipment interfacing with projectors and sound equipment. 

• Skills in team building, problem solving skills, and personal interaction abilities are a must.

Working Conditions

• Light to moderate physical activity at times performing strenuous and non-strenuous daily tasks. Primarily of an administrative nature with quiet to moderate noise. 

• Well-lit, heated and/or air-conditioned indoor office setting with adequate ventilation.

• Occasionally, working conditions require being outdoors in varying weather conditions, including heat, cold, or rain.

• Physical Demands: To coordinate work, constantly moves about, able to stand, walk, sit, manual dexterity to handle or feel, reach with hands and arms (occasionally overhead), stoop, kneel, talk to and hear staff and customer requests, and also occasionally lifts or carries or otherwise moves and positions objects weighing up to 100 pounds. 

• Good vision to allow for continuous work on the computer to carry out daily tasks.

• Hours: 8:00 a.m. to 5:00 p.m. plus nights, weekends and holidays as required.

Lake Junaluska is an Equal Opportunity Employer